Job Title:  Associate Director | SAP CRM | Bengaluru | SAP

Role Summary

The Associate Director – CRM will lead and manage CRM strategy, implementation, and optimization for our clients. You will work closely with cross-functional teams, including sales, marketing, IT, and customer service, to drive customer-centric business transformation and deliver measurable value. This leadership role involves client management, project delivery oversight, and developing scalable CRM solutions leveraging platforms like Salesforce, Microsoft Dynamics 365, or other CRM technologies.

Key Responsibilities

• Lead the design, development, and implementation of CRM strategies aligned with clients’ business goals.
• Manage end-to-end CRM projects, including scope definition, resource allocation, timeline management, and delivery.
• Partner with client stakeholders to understand business needs and translate them into CRM solutions that drive engagement and growth.
• Oversee CRM platform customization, integration with other enterprise systems (ERP, marketing automation, analytics), and data governance.
• Provide thought leadership on CRM best practices, trends, and emerging technologies.
• Drive adoption and change management initiatives to maximize CRM ROI.
• Mentor and lead CRM consulting teams, fostering professional development and high-performance culture.
• Support business development efforts, including proposal creation, client presentations, and identifying new CRM opportunities.
• Monitor project financials and ensure profitability.
• Ensure compliance with data privacy and security regulations within CRM implementations.

Qualifications

• Bachelor’s degree in Business, IT, Marketing, or related field; MBA or advanced degree preferred.
• 8+ years of experience in CRM consulting, implementation, or management roles.
• Proven experience with CRM platforms such as Salesforce, Microsoft Dynamics 365, Oracle CRM, or similar.
• Strong knowledge of CRM processes including sales force automation, marketing automation, customer service, and analytics.
• Experience managing large-scale CRM projects and client relationships.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to work in fast-paced, matrixed environments with multiple priorities.
• Familiarity with cloud technologies, APIs, and data integration best practices.
• Strong analytical and problem-solving capabilities.
• Consulting experience within a Big 4 or top-tier consulting firm is a plus.